Procedure for the reception of citizens and the consideration of written appeals

1. The Director and the deputy director receive citizens personally on the days and at the hours published on the website of the Service. Citizens are entered for reception by the Reception of the Director on presentation of a passport or residence card.

2. Written appeals are accepted by post, at the records office, by e-mail to the address of the Service and on the e-Irad form OG-1. Each appeal is registered on the day of receipt and given a number, which is reported to the sender on request.

3. An appeal is answered within 30 days of registration. Where a check is required, the head of the department concerned may extend the period once by not more than 30 days, informing the sender in writing.

4. Appeals that do not give the name and address of the sender are not answered. Information on smuggling or on improper conduct of officers is checked whether or not it is signed.

5. An appeal against an action of an officer is not considered by that officer or by the head of his post.

6. The Administration and Personnel Department keeps the register of appeals and reports to the Director each quarter on the appeals received and the periods of reply.